Sr Director Analyst

Gartner; Irving (IA); Hybrid; USD 172,000 - 203,000; Full time

Job summary

Gartner seeks a Senior Director, Analyst to join the Customer Service and Support Technology research team. You will lead research, author insights, and present findings to senior clients, guiding technology and customer service leaders through strategy and vendor selections.

You will engage directly with clients, craft publications, and contribute to Gartner events. A strong background in CRM and AI-enabled support is essential for success.

Qualifications

• Broad and deep knowledge of applications serving customer service and support organizations, centering on CRM
• Experience with CCaaS, knowledge management, and VSM systems
• Excellent writing skills and experience delivering insights to executives

Responsibilities

• Author content delivering actionable insights to technology leaders in customer service and support
• Research market demands and evaluate solutions for clients
• Engage with clients in virtual and in-person settings to discuss strategy and optimization
• Create and deliver presentations for Gartner events and webinars
• Review content with peers to ensure accuracy and impact
• Deliver outstanding sales and service support to retain Gartner business
• Promote Gartner insights to external press and media
• Mentor and coach other analysts on the team

Skills

Strong writing

Customer service domain

CRM knowledge

Presentations

Education

Bachelor's degree or equivalent experience

Graduate degree preferred

Tools

Salesforce

Microsoft

ServiceNow

Zendesk

Job description

Gartner seeks a Senior Director, Analyst with strong writing and communications skills and expertise in customer service applications, platforms, technologies and markets to join our Customer Service and Support Technology research team. Knowledge and experience with CRM offerings and their role supporting customer service is required. Expertise with vendors and products in adjacent spaces, including Contact Center as a Service (CCaaS), Voice of the Customer, and Customer Service Knowledge Management systems is preferred. Relevant vendors include Salesforce, Microsoft, ServiceNow, Oracle, Zendesk, SAP, Pegasystems, NiCE, Genesys, Five9, Talkdesk, and Cisco.

Gartner Analysts are widely recognized industry thought leaders who create must-have insights, market predictions and best practices for a broad range of world-leading organizations. A Senior Director Analyst plays a lead role in delivering insights to Gartner clients via written publications, presentations, and personalized interactions. In this role, you will create research and provide advice to Customer Service and Support leaders and the technology leaders who support them. You will generate and deliver insights that help customer service and support leaders make better decisions, solve complex issues, and execute new practices to achieve key business objectives.

What you will do:

• Author content that delivers thought-provoking and actionable insight to technology leaders responsible for customer service and support initiatives
• Research, analyze and predict market demands and evaluate solutions to guide clients through critical technology decisions.
• Develop a complete understanding of the evolving technology market serving customer service organizations.
• Engage with clients directly, in virtual and in-person settings, to address their questions about technology strategy, selection, and optimization.
• Create and deliver presentations for Gartner events and webinars.
• Work with other analysts to establish positions that guide clients through their mission critical priorities.
• Review and pressure test the content, ideas and presentations of teammates and peers throughout the Gartner analyst community.
• Deliver outstanding sales and service support to retain and grow Gartner business.
• Promote and represent Gartner’s unique positions and insights to external press and media
• Be a mentor and a coach supporting other analysts team members.

What you will need:

• Broad and deep knowledge of established and emerging applications serving customer service and support organizations, centering on CRM for customer service, but also including Contact Center platforms, knowledge management systems, and conversational AI platforms.
• A strong understanding of AI technologies (including generative AI, Agentic AI, etc.) and their impact and real world use in support of customer service and support initiatives.
• Familiarity with foundational, cross-application concepts and capabilities, including modern application architecture, enterprise architecture, composability, and integration.
• An understanding of the competitive landscape of vendors serving customer service and support organizations
• Excellent critical writing skills and experience.
• Excellent presentation skills and comfort in presenting insights in large and small-scale speaking engagements.
• Proficiency in analyzing, synthesizing, and applying data
• A confident and authoritative executive presence; ability to immediately establish credibility with business and IT executives and stakeholders
• Strong organizational skills; ability to produce multiple, high-quality content deliverables on tight deadlines while reserving time for client interactions and internal collaboration.
• Ability to engage clients, listen and interpret needs, and respond effectively to questions in virtual and in-person settings.
• Ability to explain complex concepts concisely and simply
• The independence and initiative to collaborate across teams to cultivate ideas and positions
• Bachelor's degree or equivalent experience required (graduate degree preferred); 12+ years of relevant field or industry experience
• Willingness and ability to travel up to 15% (where applicable)

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Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 172,000 USD - 202,500 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at [phone] or by sending an email to [e-mail].

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